Full Job Description
Shogun is on a mission to empower brands to create exceptional ecommerce experiences, and in the process, build the best remote company.
Since being in the Winter 2018 batch of Y-Combinator, we've seen tremendous growth while intentionally creating a culture where people from all backgrounds belong. Our company and products are informed by diverse perspectives from the best talent around the world. We are fully remote, have no offices, and are looking for team members who are excited to work remotely.
We closed our Series A and B in 2020, and after raising a $67.5M Series C in 2021, we are scaling faster than ever. Some of our investors include Insight Partners, Initialized Capital, Accel, VMG Partners, and Y Combinator. Join us to grow your career with our rapidly growing company!
For this position, we are looking for candidates located in the United States and Canada.
We are looking to add a Support Specialist to our highly-reviewed support team! As part of our team, you'll work with customers to answer their questions, guide them through learning our app, and help identify & resolve issues they may be experiencing with their pages.
Become a true pro at our app, then help users do the same.
New User Education: Welcome new users and deliver thorough answers to questions that may arise as they learn the app
Troubleshoot: Communicate with users to understand the issues they're experiencing, and provide updates in a friendly & timely manner.
Maintain Coverage: Help our support team and users by covering certain "time blocks" during which you will be monitoring live chat and email for inbound messages from users
Conduct Case Escalation: Collaborate with Technical Support team members to escalate code-related threads or potential bugs.
3+ years of experience doing customer support for a USA based tech company, ideally a software company.
Experience providing live chat support
Excellent fluency in the English language; demonstrated in communication and writing skills.
Familiarity with basic web design terminology
Attention to detail
Nice to Have
Experience building a website with Wix, Squarespace, WordPress, Weebly, etc
Working knowledge of Shopify
Flexibility with to provide coverage on weekends or odd hours
Basic understanding of HTML and CSS
A great attitude and desire to help people
What We Offer
Benefits (vary by location)
A highly skilled and dedicated team that is fun to work with
Remote work – We are a diverse and distributed team that uses Slack, Zoom, Notion and other tools to stay connected
Work in the open: Operate with high integrity and choose what's right over what's easy. Be transparent as a company and with each other
People are People: Treat yourself, colleagues, and customers with dignity, empathy, and respect. Start from a presumption of positive intent
Win and grow together: Strive to be the best, individually, and as a team. Support and encourage each other. Seek opportunities for growth
Shogun supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class.
Please refer to the position specific location requirements listed under the location section of the job description as we are interested in every qualified candidate who is eligible to work in the mentioned location(s) without requiring employment visa sponsorship. Click here (or click apply if no hyperlink) if you are a New York or Colorado-based, US candidate.